We are looking for a talented and accomplished Dutch speaking Team Manager to be responsible for supervising an assigned team to meet or exceed client / corporate goals, and for coaching and motivating advisors by providing the skills and knowledge to perform their job.
About our client
Our client is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, they’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Their innovative CX solutions, technology and expertise are designed to support operational needs for their clients and deliver a seamless experience to customers in the moments that matter.
As a Team Manager in this project, your daily responsibilities will include:
Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved.
Ensure accurate and timely communication of any client/campaign issues to Operations Manager.
Ensure appropriate actions are taken to improve client satisfaction survey scores.
Implementation of the GOS processes.
To succeed in the role, you will need to have:
Native our proficient Dutch (C2) (mandatory)
Advanced level of English (at least C1) both verbal and written (mandatory)
Minimum of 12 to 18 months of call center experience preferably as Team Manager or product specialist
Evidence of effective interpersonal, coaching, and leadership skills
Excellent telephone, keyboard, verbal and written communication skills
Effective time management
Ability to give constructive feedback to CSRs which lead to performance improvement
Logical and objective approach to call assessment
Ability to organize and prioritize, set priorities and multi-task
Must hold EU citizenship or valid work permit for Greece
Be a local candidate, office based position in Athens, Greece
Offer
What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.
Very competitive wages and stability
Fully paid training
Permanent contract
Private healthcare
Continuous learning/development opportunities
Competitive career opportunities
A safe, friendly, diverse, supporting and technological company
International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
EverBetter wellness program (Fitness room in our premises & Personal Trainer)
